Retention Analyst

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Manage sensitive or intricate student inquiries, including cancellations, while providing customized solutions to enhance retention.

• Conduct follow-ups with students post-cancellation to comprehend their motivations and identify trends for enhancement.

• Oversee and respond to feedback on Reclame Aqui, coordinating internal actions and ensuring communication aligns with brand standards.

• Work collaboratively with Finance, Support, Mentors, and Product teams to resolve cases effectively.

• Analyze recurring issues, propose process improvements, and maintain precise records in CRM and internal tools.

⛳️ Requirements

• Minimum of 2 years of experience in customer-facing roles (Customer Service, Customer Support, Retention, Client Relations, Escalations, Refunds).

• Excellent communication skills: empathetic, clear, and confident across emails, calls, and public platforms such as Reclame Aqui.

• High emotional intelligence: able to maintain composure under pressure, actively listen, and handle challenging conversations with a human-centered approach.

• Strong problem-solving and critical thinking abilities: adept at identifying the root cause of issues, connecting information swiftly, and providing practical, effective solutions.

• Proficient negotiation skills: assisting students in exploring alternatives, alleviating frustration, and motivating them to continue their educational journey.

• Strong organization and process discipline: managing timelines, keeping structured documentation, and collaborating effectively across multiple teams (Finance, Support, Mentors, Product).

• Proactive and ownership-driven: anticipating student needs, taking early action to prevent issues, and independently driving solutions.

• Basic data and tools proficiency: comfortable using CRM systems, spreadsheets, and interpreting basic performance metrics.

• Skilled in conflict resolution and professionalism: able to engage respectfully and constructively with dissatisfied students, safeguarding the overall student experience and brand tone.

• English proficiency at B2+ level, as you will collaborate with teams from Europe and communicate with students and market players in Portuguese.

🏝️ Benefits

• Autonomy to make decisions and impact the business.

• Apple equipment provided for your work comfort.